AccountId: 011433970860
ContactId: 088efb1d-e8c4-4a91-849a-f79f6814341c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217699 ms
Total Talk Time (AGENT): 99666 ms
Total Talk Time (CUSTOMER): 84690 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/088efb1d-e8c4-4a91-849a-f79f6814341c_20250224T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I am, um.
[CUSTOMER][NEUTRAL] I do have a um insurance policy with ATL, but when I go to set up my log in it's saying that I can't be found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so 90% of the time when that happens, um, the information you entered does have to match what we have in our system, uh, so we'll go through and just verify that all of that is correct. Uh, a lot of the time it's the email doesn't match what we have, but we'll go through and check all of that. uh, what was your name?
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] It's [PII], it's [PII] Um last name is [PII] [PII]
[AGENT][POSITIVE] OK, thank you. And then I, can I get a good call back number from you in case we're disconnecting?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then uh do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] Um, that's OK. I could start choosing your social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address that we have on file for you and it does look like it might be through your employer.
[CUSTOMER][NEUTRAL] Sure, it's gonna be in [PII].
[AGENT][NEUTRAL] OK, well that's where we got it messed up. Um, it looks like the email we've got it's a [PII].
[CUSTOMER][POSITIVE] Oh yeah, it's funny.
[AGENT][NEUTRAL] So that's our mistake and I will go ahead and get that changed so that's everything is correct except it should be an N, not an A, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me go ahead and get that updated and then are you able to give it another shot while we're on the phone?
[CUSTOMER][NEUTRAL] Um, sure, I have it pulled up right now.
[AGENT][NEUTRAL] OK, might want to uh refresh the page, um, just to give it a minute to, you know, realize that I made a change and then, uh, give it another shot.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And I do put in my social because I don't have my member ID.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, well, and the member ID is different than the actual policy number, so you would have to put in your social regardless.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK let's see.
[CUSTOMER][NEUTRAL] Yep, it went through.
[AGENT][POSITIVE] Awesome. All right, well I apologize for that little hiccup, but I'm glad we got it working. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Um, no, that was it. I appreciate that.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.